InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. Before we dive in, I feel that a quick definition of integrated CX—from our perspective—is a good place to start. Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation.

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

ijgolding

DECEMBER 4, 2017

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers?

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

InMoment XI

OCTOBER 21, 2021

From this definition, we see clearly that two or more parties are required for an interaction; for example, a company or brand and a prospect or customer. Harley Manning , VP, Research Director at Forrester, once defined customer experience as: How customers perceive their interactions with your company.

Interaction 482

Interaction Customer Experience Ecommerce Customers 482

InMoment XI

MARCH 3, 2022

If you find yourself at the beginning of such a journey, we’ll be diving into three truths you’ll definitely want to hear. Many businesses keep tabs on endless amounts of metrics. So many companies are organized in siloes, but it’s highly beneficial to a CX program if you close the gaps between departments. Let’s get started!

Fashion 493

Fashion Government Measurement Voice of Customer 493

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. But how do you improve it for your company – BY LISTENING TO THE VOICE OF YOUR EMPLOYEES (with the help of a robust employee feedback tool , of course!)

Metrics 52

Metrics Strategy Employee Engagement Culture 52

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. What will it take to scale your company? We are here today to say, with respect, they’re wrong.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Kustomer

JUNE 6, 2023

When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations? A CSAT score is one of the most insightful customer service metrics. Trust plays a huge role in finance and banking.

Financial 98

Financial Company Customer Service Tips 98

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Customer Satisfaction 130

Customer Satisfaction Net Promoter Score Metrics Measurement 130

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Customer Satisfaction 138

Customer Satisfaction Net Promoter Score Metrics Measurement 138

Customer Bliss

NOVEMBER 14, 2019

Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. These actions have to be agreed upon, company-wide.

Customer Success 147

Customer Success Company How To Measurement 147

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Experience Investigators by 360Connext

DECEMBER 15, 2023

Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). Spend some time highlighting what the metrics mean, and what your goals really are. Don’t forget to highlight the human side of what those metrics measure. Interview a customer or two! Did CSAT get better

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Totango

JUNE 17, 2021

It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Elements such as contract value, annual and monthly recurring revenue, company size and growth potential can be combined into profiles defining corresponding engagement strategies, such as: High touch. Hybrid touch.

Tips 71

Tips Customer Journeys B2B Groups 71

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. Q: Does the importance of retention metrics vary by strategic buyers versus private equity (PE) buyers? . The metrics are obviously very important, and they probably are why they buy “Company A” versus “Company B.”

Metrics 72

Metrics Company Survey Self Service 72

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

GetFeedback

MAY 9, 2019

Customer experience is how your customers perceive their interactions with your company. We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

InMoment XI

NOVEMBER 8, 2022

Simple random sampling is the perfect tool for a company looking to get an idea of how its entire customer base feels about a certain subject. Built on industry-recognized metrics and real-time intelligence, InMoment provides the tools and support you need to find hidden insights in your data. How Do You Perform Simple Random Sampling?

Survey 52

Survey Loyalty Groups Retail 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

SurveyGizmo

DECEMBER 27, 2022

If you’re not tracking metrics, analyzing them, and tweaking your app accordingly, you’re missing out on potential optimizations that could dramatically improve customer experience. Downloads are the starting metric for most developers. This metric can be impacted by bugs, ad campaigns, recent events, and more.

Metrics 52

Metrics Measurement Social Media Course 52

Survicate

MAY 16, 2019

Customer satisfaction became one of the most important factors deciding whether a particular company is successful or not. We found 5 Customer satisfaction metrics which you should apply to your strategy to deliver the best results for your Customer service, especially in SaaS companies. Why to even bother? Net Promoter Score®.

Customer Satisfaction 79

Customer Satisfaction Metrics Effort Score Net Promoter Score 79

delighted

MARCH 4, 2020

While 86% of those who received a great customer experience were likely to repurchase from the same company , 32% would abandon a brand they love after even one negative interaction. What if you have valuable customer insights already, but they are trapped within siloed departments at your company? The stakes are high.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52

Lumoa

AUGUST 25, 2020

There are some terms that seem to defy easy definition. We’ve scoured the web to understand the common denominators used in all these different definitions and have pulled together what we think is the best definition out there: Customer engagement is a broad term used to describe the relationship between a brand and its customers.

Customer Engagement 208

Customer Engagement Engagement How To Social Media 208

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Quick Ratio.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CustomerSuccessBox

SEPTEMBER 29, 2022

Customer relationships get stronger as you resolve issues more quickly as a company. We will also go through how you can measure time to value in your company. Time to value is one of the most important metrics in SaaS businesses to gauge how long it takes for customers to start benefiting from a product after they make a purchase.

Metrics 52

Metrics Return on Investment B2B Software 52

Wootric CX Blog

JULY 5, 2020

Companies like DocuSign, Slack, Zoom, and Hubspot are examples of SaaS companies that are thriving in the End User Era. Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

SurveySensum

AUGUST 5, 2019

The logic behind this metric is that more effort from a customer in solving a problem results in a negative experience. Whereas, if the company can solve the problem for the customer such that they have to input the least amount of effort, then it results in positive customer experience. Score 2 – Disagree. Have something to add?

Effort Score 72

Effort Score Survey Feedback Interaction 72

Lumoa

JULY 21, 2022

Now that we’ve covered the definition of customer experience management in the telecom industry, it’s time to analyze the impact that the global health crisis had on the steps that buyers follow before completing a purchase. Company Reputation. The Impact of COVID-19 on Telco CX.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. With this a company can achieve short term growth. Now we all know that to be successful, customer success should be a company-wide effort instead of just being the sole effort of the customer success department.

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Break out of the traditional model with a “joined-up” service that utilizes resources and information from across the entire company. Download Now.

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Engagement Contact Center How To Metrics 246